Refund Policy

1. Digital Content — General Rule

In accordance with Regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (implementing the UK Consumer Rights Act 2015) and the EU Consumer Rights Directive (2011/83/EU), the statutory right of withdrawal does not apply to the supply of digital content where performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal is thereby lost.

By completing a purchase of digital content on the Platform, you expressly consent to the immediate commencement of performance and acknowledge that you will lose your right of withdrawal once access to the content has begun.

2. Custom Content Requests

Custom content requests are paid in full when you submit them. The payment is held and only released to the Creator when they deliver your content.

• Accepted orders: Payments are non-refundable once a Creator has accepted your custom brief and commenced work, except for non-delivery (below).
• Declined requests: If a Creator declines your request, the full amount you paid (including the service fee) is refunded immediately as credit to your MyShrine wallet. If you decline a Creator's counter-offer, you are refunded in full in the same way; if you accept a lower counter-offer, the difference is refunded to your wallet.
• Non-delivery: If a Creator fails to deliver the agreed content within the agreed timeframe, please contact support@myshrine.io for review. We will investigate and, where appropriate, issue a partial or full refund at our discretion.

3. Sessions & Bookings

• Payment: Sessions are paid in full when booked. Your chosen time slot is held for 30 minutes while you pay.
• Fan cancellation: If you cancel before the Creator has confirmed a time, you are refunded in full to your wallet. Once confirmed, the Creator's cancellation policy (shown on the booking) applies: Flexible — full refund 24+ hours before the start; Moderate — full refund 48+ hours before, 50% between 24 and 48 hours; Strict and custom policies — no refund. Nothing is refunded within 24 hours of the start or for no-shows. Refunds are credited to your MyShrine wallet immediately.
• Creator cancellation: Where a Creator declines or cancels a booking, the full amount you paid (including the service fee) is refunded immediately as credit to your MyShrine wallet.

4. Tributes & Gifts

• Tributes: Tributes are voluntary payments made by Fans to Creators. All tributes are non-refundable.
• Wishlist gifts: Wishlist gifts are non-refundable once confirmed and processed.

5. Wallet Top-Ups

• Prepaid credit: Wallet top-ups are prepaid platform credit. Wallet balance can only be spent on MyShrine and cannot be withdrawn, converted to cash or cryptocurrency, or transferred to another user.
• Unused balance: Unused wallet balance is non-refundable, except where a refund is required by law or in the exceptional circumstances in Section 7. If you close your account, contact support@myshrine.io before your account is deleted.

6. Paid Interactions

• Messages, calls, tickets and tips: Per-message fees, per-minute call charges, live stream tickets, and tips are charged from your wallet at the price shown and are non-refundable once the message is sent, the call time is used, the stream is joined, or the tip is sent.
• Calls: Calls are billed in 30-second blocks while connected. You are never charged for a call that is not answered.

7. Exceptions — When Refunds May Be Issued

Notwithstanding the general no-refund policy for digital content, we may issue a refund in the following exceptional circumstances:

• Duplicate charge: You were charged more than once for the same item as a result of a technical error.
• Technical failure: You purchased content but were unable to access or download it due to a technical failure on our end, and the issue cannot be resolved within 72 hours of reporting.
• Creator account suspended: The Creator's account was suspended before delivery of purchased content was completed.

All refund requests are assessed on a case-by-case basis. We reserve the right to decline refund requests that do not meet the above criteria.

8. How to Request a Refund

To request a refund, please email support@myshrine.io with the subject line "Refund Request" and include the following information:

• Your registered email address
• The order or transaction reference
• A clear description of the issue
• Any supporting evidence (e.g. screenshots of errors)

We will acknowledge your request within 24 hours and aim to provide a resolution within 5 business days.

Refunds for sessions and custom requests that a Creator declines or cancels are credited automatically to your MyShrine wallet. Other approved refunds are processed via the original payment method:

• Cryptocurrency payments: Refunded to the wallet address used for the original payment. We are unable to issue refunds to alternative wallets.
• Card payments: Refunded to the original card within 5–10 business days. Your bank or card issuer may take additional time to reflect the credit on your statement.

9. Chargebacks

We ask that you contact us at support@myshrine.io before initiating any chargeback with your payment provider. Initiating a chargeback without first contacting us may result in the suspension or termination of your account pending investigation.

All charges from MyShrine will appear on your payment statement under the descriptor AQUILA GLOBAL LTD. If you do not recognise a charge under this name, please contact us before disputing the charge.